Q&A: Customer Advisory Boards / Councils

In this week’s post, I’d thought we try a different format.  Customer boards have been around for quite some time, but have often been the preserve of mature businesses talking with their corporate and enterprise clients. In fact, for any business with clients who are bigger than them, a customer advisory board / council is… Continue reading Q&A: Customer Advisory Boards / Councils

Part 3/3: Core elements you need for your customer communication quadrant

In my previous two posts, I introduced the concept of the customer communication quadrant, representing the four most significant reasons for your to interact with your customers, and integrating with the four most significant business levers.  Having considered the four by four factors, hopefully now you understand the diagram – the arrow indicates the level… Continue reading Part 3/3: Core elements you need for your customer communication quadrant

Part 2/3: Core elements you need for your customer communication quadrant

In my previous post, I introduced the concept of the customer communication quadrant, representing the four core reasons for a customer to interact with a business, and the four business levers this impacts.  I walked through the level of importance for the business levers on the first two factors, Connect and Resolve, so this post… Continue reading Part 2/3: Core elements you need for your customer communication quadrant

Is your AI chatbot just a dumb IVR call tree?

Most businesses are struggling to cope with the pressures of Covid-19 – few if any had planned for scenariuos such as Covid-19 in their operating model.  Long wait times for customers, poor or incomplete responses or simply shutting off customer access to support are a few of the worst ways businesses are responding.  But a… Continue reading Is your AI chatbot just a dumb IVR call tree?

4 tips on managing the “reality gap”

Anyone who has ever worked in a customer or client facing role will have faced many, many challenges.  Dealing with customers is a calling, not a career choice made by most.  For the most part, people who chose to be in a customer facing role want to help, and are adept at using their soft… Continue reading 4 tips on managing the “reality gap”

Why “let sleeping dogs lie” is not an option when dealing with customers.

In one of my earliest customer facing sales roles, and the first b2b role I held, I had a boss who thought himself shrewd, wily and customer -savvy.  He always achieved his numbers, often had the highest sales and the most “net new names” accounts.  His strategy was simple and effective – to put customers… Continue reading Why “let sleeping dogs lie” is not an option when dealing with customers.

5 factors on what it takes to deliver premium service over standard service

In a recent post, I asked the question, “Should premium products come with premium service?”  I concluded that this would very much depended on what your product and marketing teams committed to your customer.  So if your business does positively  promote premium / luxury / high end service as part of your product or service,… Continue reading 5 factors on what it takes to deliver premium service over standard service

Why is it so hard to measure customer engagement?

I recently ran a workshop on customer experience at StartUpLisboa with a bunch of cool customer-centric start-ups.  Amongst the topics we drilled down into, both during and after the session was customer engagement – what it means, how to increase or at least sustain it, and how to measure it.  I know I’m not the… Continue reading Why is it so hard to measure customer engagement?

Is B2B customer experience delivery different to B2C?

I attended a meet-up group recently where informal discussions fell on the difference between building an operation to support B2B versus B2C.  The group seemed quite divided – some suggesting that the difference was considerable, whilst others suggested that the differences (for operational purposes) are most cosmetic.  I heard lots of interesting view points, so… Continue reading Is B2B customer experience delivery different to B2C?

“Land & Expand”: Two words you are missing to make this happen!

“Land & expand” is the modern VP of Sales favourite phrase to bandy about that marketing has brought into their net.  It’s all about signing up huge volumes of net new customers, then pushing the expansion of revenue, cross-sell and up-sell to these customers.  It’s crude, tacky, over-simplified and jargon.  If it really were that… Continue reading “Land & Expand”: Two words you are missing to make this happen!